Accelerate Digital Transformation

That’s all for today

Some great discussions taking place in our final sessions of the day, we hope you enjoyed it just as much as we did. Tomorrow we will be back with our final sessions of the conference, until then, have a lovely rest of the day. Copperberg.

VIRTUAL DISCUSSION

BService KPIs Deep Dive: Strategies for Lifting Workforce Performance

Measuring the right service KPIs is tough enough — but that’s only half the battle. In this roundtable, we’ll discuss strategies for driving performance lift on your most critical business KPIs. Tactics include drilling down into workforce output to identify your team’s service heroes and challengers. Participants are encouraged to share the tools, technologies and training programs that have helped them elevate technician performance.

Aquant

VIRTUAL DISCUSSION

Outcome-based service contract pricing: Risks, challenges, and best practices

Avrogan

VIRTUAL DISCUSSION

B2B ecommerce replatforming under high pressure – 6 learnings

Dynapac, a global manufacturer of road building machines had to replace an incumbent spare parts portal within a time frame of 6 months. High pressure, business that had to keep running, ERP’s that were simultaneously upgraded and a pandemic…. Many ingredients to jeapordise the project.
How did Dynapac deal with these challenges and what can you learn from their journey?
Join this roundtable when you are: responsible for digitising and growing the aftermarket at an international manufacturer.

Evident, Intershop & Dynapac

REMOTE MONITORING KEYNOTE LIVE FEED

How Covid-19 sparked an important step forward in on-site service with the introduction of augmented reality

Welcome to Copperberg’s live coverage of the “Remote Monitoring Keynote: How Covid-19 Sparked an Important Step Forward in On-site Service with the Introduction of Augmented Reality,” as part of the Aftermarket Virtual Summit.

In this live session, attendees will hear from Massimo Rigamonti, Service Business Development Manager at Trillium Flow Technologies, and Thomas Igou, Head of Content at Copperberg.

The keynote talk by Massimo Rigamonti will focus on Gabbioneta Pumps—one of Trillium Group’s brands—and its remarkable efforts to improve the quality of its service offering in times of COVID-19 by introducing technical remote support.

➤ As Massimo Rigamonti remarks, Gabbioneta Pumps didn’t previously make use of a remote assistance tool in their pipeline. The urgency of owning such technology has become evident this year.

➤ Several countries have requested Gabbioneta Pumps’ remote assistance services since March 2020—from Korea to Peru and Russia.

➤ There is a win-win strategy in terms of remote service: while the OEM is able to expand its service offering and limit the revenue loss of 60 days of site assistance, the distributor can benefit from a marketing opportunity.

➤ What challenges faced Gabbioneta Pumps on the path towards remote assistance? Here’s a quick round-up: capex—in terms of software licence and the purchase of the hardware (e.g. smart glasses), personnel availability (during the night/weekend), service rates, and T&Cs/warranty.

➤ In his keynote speech, Massimo Rigamonti presents a set of special Terms and Conditions that have been issued for remote assistance services, and they incorporate: the skills and competences of the client’s personnel, the accuracy of the information from site, the use of the Internet line at site, the warranty on the represented issue, and the importance of confidentiality.

➤ Massimo Rigamonti: “The basic knowledge of remote assistance can make it much more efficient.”

➤ The smart glasses used by Gabbioneta Pumps to provide remote assistance were not developed in-house; they came from a third party.

➤ The differentiator is not necessarily the quality of the smart glasses used by Gabbioneta Pumps, says the keynote speaker, but the company’s ability to provide assistance to customers.

Up Next: Join the upcoming interactive roundtable discussions:

– B2B eCommerce Replatforming Under High Pressure—6 Learnings

– Outcome-Based Service Contract Pricing: Risks, Challenges, and Best Practices

– Service KPIs Deep Dive: Strategies for Lifting Workforce Performance

All the virtual discussions will be underway at 2:10 PM CET / 3:10 PM EEST.

REMOTE MONITORING KEYNOTE

How Covid-19 sparked an important step forward in on-site service with the introduction of augmented reality

Gabbioneta pumps, part of Trillium group, has always focused on Improving the quality of its service offering. Following the Covid-19 crisis, Gabbioneta has introduced technical remote support through
advanced devices in order to bring the knowledge of the company directly to the operator on site, real time. This new way of working has brought Gabbioneta to organizational choices as well as the study of
hitherto unexplored legal aspects. Today, new kinds of opportunities can be offered to Customers in terms of responsiveness and effectiveness of the intervention at site.

Massimo Rigamonti, Trillium Flow Tecnhologies

DATA ANALYTICS KEYNOTE LIVE FEED

Fresh approach to data privacy and the governance of organizations storing and processing personal data

Welcome to Copperberg’s live coverage of the “Data Analytics Keynote: Fresh approach to data privacy and the governance of organizations storing and processing personal data,” as part of the Aftermarket Virtual Summit.

This keynote session is being hosted by Julian Wheatland, the former COO/CFO and CEO at Cambridge Analytica, and current Chief Executive at Cornerstone.

In 2018, following the controversy surrounding Cambridge Analytica’s access to Facebook data, Julian stepped into the role of Group CEO in order to deal with the numerous legal, media, staff, and shareholder issues that ensued, ultimately closing the company down.

➤ Julian Wheatland: “This story is a case study. And it’s a case study of how not to do PR.”

➤ According to the keynote speaker, Julian Wheatland, the overall objective of Cambridge Analytica was to be able to tailor marketing communications to distinct individuals in a way that targets them most effectively by using the particular words and images that appeal to their personality types.

➤ Julian Wheatland reveals that the day after the Trump election, all the media turned around with surprise and said that Cambridge Analytica must be responsible for the outcome.

➤ Julian Wheatland: “We conducted surveys of people to determine their personality types on the OCEAN scale rather than use Facebook data.”

➤ Julian Wheatland: “We never worked on the Brexit campaign, but we said we did.”

➤ Although the media claimed that the Trump and Brexit campaigns were election robberies conducted by Cambridge Analytica, the truth is that the company only worked on one of them.

➤ Julian Wheatland: “They accused us of hacking into people’s minds to manipulate them to do what we wanted them to do.”

➤ Julian Wheatland: “People say that all publicity is good publicity. That’s not necessarily true.”

➤ There were 35,000 news articles per day about Cambridge Analytica. It was impossible for the company to respond to all allegations, most of which were fabricated.

➤ No customers, no suppliers, and a lot of debt forced the company to go into bankruptcy.

➤ Julian Wheatland identifies the root of the problem as being the “wrong place, wrong time” conundrum. Cambridge Analytica was at the nexus of the concerns about Trump, Brexit, Facebook, and data analytics.

➤ Julian Wheatland: “Cambridge Analytica did make mistakes, just not the mistakes that people believe. We made PR and ethical mistakes.”

➤ Julian Wheatland: “It remains unproven whether the Facebook regulations at the time were breached.”

➤ Julian Wheatland wisely states that ethical management is an important area that companies need to think about.

➤ Julian Wheatland: “You can’t rely on individual employees to spot dubious issues without the necessary tools.”

➤ “We can’t rely on regulators to be the safety net. Acceptable behavior is subjective. A regulator would have to set the hardest line in order to satisfy the strongest objectors. And if we do that, regulators would stifle innovation,” says Julian Wheatland.

➤ Julian Wheatland on Facebook: “They do the maximum amount of noise and the minimum amount of change. These businesses are about attracting eyeballs.”

➤ Julian Wheatland on governments not purchasing 5G technologies from China: “China is very strong and has huge local markets. I don’t think it’s going to change its approach to data in general. And there’s no evidence that it’s going to change its approach to reaching the West either.”

➤ Julian Wheatland: “Cambridge Analytica didn’t leave a void. People from the company who’ve worked on the campaign in 2016 are working on the election campaign today.”

Up next: Stay tuned for the upcoming “Remote Monitoring Keynote: How Covid-19 sparked an important step forward in on-site service with the introduction of augmented reality.” The live session starts at 1 PM CET / 2 PM EEST and it will be hosted by Massimo Rigamonti—the Service Business Development Manager at Trillium Flow Technologies.

DATA ANALYTICS KEYNOTE

Fresh approach to data privacy and the governance of organizations storing and processing personal data

Julian Wheatland was COO and CFO of Cambridge Analytica, and was Chair of its parent, SCL Group. He oversaw the growth of the group into one of the most influential data analytics companies in the world,
employing groundbreaking predictive analytics technology and targeted communications which have shaped the advertising industry and the current debate around data privacy and personal data. In 2018, following the controversy surrounding Cambridge Analytica’s access to Facebook data, Julian stepped into the role of Group CEO in order to deal with the numerous legal, media, staff and shareholder issues that ensued, ultimately closing the company down.

Julian Wheatland, Cambridge Analytica

KEYNOTE

Capturing the Aftermarket Opportunity with Platform Model

Aftermarket continues to thrive, and has become one of the fastest-growing segments in online sales. With big stakes come big challenges, but also opportunities. Many Platform Pioneers like Tetra Pak, Satair and Toyota Material Handling, are global leaders for commercial parts and leaders in a one-stop-shop model for their customers. Join this session with Anders Ottosson, Head of Nordics at Mirakl to learn how industry leaders are using the platform model to take control of the aftermarket opportunity.

Anders Ottosson, Mirakl

Good morning!

Welcome to day four at Aftermarket Business Platform. If you missed out on day one, two and three, don’t worry, it’s not too late to buy your ticket for the virtual summit and view all the sessions on demand! You can buy your ticket here.

View the full agenda for the next few days live in the platform now, click here.